Specialist, Player Experience Interactions
Posted on Oct 9, 2024 by Ubisoft
Cary, NC
Other
Immediate Start
Annual Salary
Full-Time
Job Description
The Player Experience Interactions Specialist will provide customer support to Ubisoft players, including, but not limited to, Tier 2 escalations, E-Commerce queries and issues, general player concerns, and technical and/or accounts-based issues. Specialists will work closely with various business teams to resolve issues and relay information, keeping a Player First mindset. All communications will be handled professionally and keep a Player First mindset, across all mediums used, which include but are not limited to chats, emails, and verbal communications.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Diagnose advanced technical issues regarding games, software, accounts, or purchases.
Analyze problems reported by players to determine underlying issues.
Provide resolutions to players based on escalation requests from Tier 1 agents.
Determine validity for further case escalation to Tier 3 teams.
Communicate with, make account changes for, and/or make purchase refunds for internal stakeholders when requested.
Responsible for performing administrative tasks such as processing payment disputes, responding to billing emails, and maintaining internal issue reporting.
Participate in training and development activities relating to the role.
Act as a subject matter expert for assigned areas of knowledge.
Interact and collaborate with various worldwide teams to solve problems, share information, and improve business processes.
Provide case feedback on mishandled issues/improperly escalated tickets, as needed.
Maintain expected levels of KPIs and adhere to new and established SLAs, as outlined by the Leadership team.
Be an active participant in group meetings, calls, and/or events, oftentimes in meetings with multiple worldwide offices.
Investigate and resolve issues pertaining to various areas of player accounts such as details, third-party account linking, game and purchase history, and in-game bans.
Export a list of user-reported players, gather their account information, and send to the player safety team to be investigated and held accountable to our player Code of Conduct.
Start, maintain, and implement projects as needed, utilizing project management skills and keeping Leadership informed throughout the process.
Complete additional tasks as assigned by Leadership.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
ACCOUNTABILITY:
Individual productivity metrics/KPIs
Individual customer satisfaction score
Individual quality and process adherence scores
De-escalation or resolution of escalations
BUSINESS RELATED CONTACTS:
External players
Workforce Management team
Social & Community teams
E-Commerce & Fraud team
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual
Analytical
Problem Solving
Project Management
Technical Skills
Interpersonal
Customer Service
Interpersonal Skills
Oral Communication
Written Communication
Teamwork
Organization
Business Acumen
Diversity
Ethics
Organizational Support
Self-Management
Judgment
Motivation
Planning/Organizing
Professionalism
Quality
Quantity
Safety and Security
Adaptability
Attendance/Punctuality
Dependability
Initiative
Innovation
The Player Experience Interactions Specialist will provide customer support to Ubisoft players, including, but not limited to, Tier 2 escalations, E-Commerce queries and issues, general player concerns, and technical and/or accounts-based issues. Specialists will work closely with various business teams to resolve issues and relay information, keeping a Player First mindset. All communications will be handled professionally and keep a Player First mindset, across all mediums used, which include but are not limited to chats, emails, and verbal communications.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Diagnose advanced technical issues regarding games, software, accounts, or purchases.
Analyze problems reported by players to determine underlying issues.
Provide resolutions to players based on escalation requests from Tier 1 agents.
Determine validity for further case escalation to Tier 3 teams.
Communicate with, make account changes for, and/or make purchase refunds for internal stakeholders when requested.
Responsible for performing administrative tasks such as processing payment disputes, responding to billing emails, and maintaining internal issue reporting.
Participate in training and development activities relating to the role.
Act as a subject matter expert for assigned areas of knowledge.
Interact and collaborate with various worldwide teams to solve problems, share information, and improve business processes.
Provide case feedback on mishandled issues/improperly escalated tickets, as needed.
Maintain expected levels of KPIs and adhere to new and established SLAs, as outlined by the Leadership team.
Be an active participant in group meetings, calls, and/or events, oftentimes in meetings with multiple worldwide offices.
Investigate and resolve issues pertaining to various areas of player accounts such as details, third-party account linking, game and purchase history, and in-game bans.
Export a list of user-reported players, gather their account information, and send to the player safety team to be investigated and held accountable to our player Code of Conduct.
Start, maintain, and implement projects as needed, utilizing project management skills and keeping Leadership informed throughout the process.
Complete additional tasks as assigned by Leadership.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
ACCOUNTABILITY:
Individual productivity metrics/KPIs
Individual customer satisfaction score
Individual quality and process adherence scores
De-escalation or resolution of escalations
BUSINESS RELATED CONTACTS:
External players
Workforce Management team
Social & Community teams
E-Commerce & Fraud team
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual
Analytical
Problem Solving
Project Management
Technical Skills
Interpersonal
Customer Service
Interpersonal Skills
Oral Communication
Written Communication
Teamwork
Organization
Business Acumen
Diversity
Ethics
Organizational Support
Self-Management
Judgment
Motivation
Planning/Organizing
Professionalism
Quality
Quantity
Safety and Security
Adaptability
Attendance/Punctuality
Dependability
Initiative
Innovation
Reference: 203847605
https://jobs.careeraddict.com/post/96043458
Specialist, Player Experience Interactions
Posted on Oct 9, 2024 by Ubisoft
Cary, NC
Other
Immediate Start
Annual Salary
Full-Time
Job Description
The Player Experience Interactions Specialist will provide customer support to Ubisoft players, including, but not limited to, Tier 2 escalations, E-Commerce queries and issues, general player concerns, and technical and/or accounts-based issues. Specialists will work closely with various business teams to resolve issues and relay information, keeping a Player First mindset. All communications will be handled professionally and keep a Player First mindset, across all mediums used, which include but are not limited to chats, emails, and verbal communications.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Diagnose advanced technical issues regarding games, software, accounts, or purchases.
Analyze problems reported by players to determine underlying issues.
Provide resolutions to players based on escalation requests from Tier 1 agents.
Determine validity for further case escalation to Tier 3 teams.
Communicate with, make account changes for, and/or make purchase refunds for internal stakeholders when requested.
Responsible for performing administrative tasks such as processing payment disputes, responding to billing emails, and maintaining internal issue reporting.
Participate in training and development activities relating to the role.
Act as a subject matter expert for assigned areas of knowledge.
Interact and collaborate with various worldwide teams to solve problems, share information, and improve business processes.
Provide case feedback on mishandled issues/improperly escalated tickets, as needed.
Maintain expected levels of KPIs and adhere to new and established SLAs, as outlined by the Leadership team.
Be an active participant in group meetings, calls, and/or events, oftentimes in meetings with multiple worldwide offices.
Investigate and resolve issues pertaining to various areas of player accounts such as details, third-party account linking, game and purchase history, and in-game bans.
Export a list of user-reported players, gather their account information, and send to the player safety team to be investigated and held accountable to our player Code of Conduct.
Start, maintain, and implement projects as needed, utilizing project management skills and keeping Leadership informed throughout the process.
Complete additional tasks as assigned by Leadership.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
ACCOUNTABILITY:
Individual productivity metrics/KPIs
Individual customer satisfaction score
Individual quality and process adherence scores
De-escalation or resolution of escalations
BUSINESS RELATED CONTACTS:
External players
Workforce Management team
Social & Community teams
E-Commerce & Fraud team
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual
Analytical
Problem Solving
Project Management
Technical Skills
Interpersonal
Customer Service
Interpersonal Skills
Oral Communication
Written Communication
Teamwork
Organization
Business Acumen
Diversity
Ethics
Organizational Support
Self-Management
Judgment
Motivation
Planning/Organizing
Professionalism
Quality
Quantity
Safety and Security
Adaptability
Attendance/Punctuality
Dependability
Initiative
Innovation
The Player Experience Interactions Specialist will provide customer support to Ubisoft players, including, but not limited to, Tier 2 escalations, E-Commerce queries and issues, general player concerns, and technical and/or accounts-based issues. Specialists will work closely with various business teams to resolve issues and relay information, keeping a Player First mindset. All communications will be handled professionally and keep a Player First mindset, across all mediums used, which include but are not limited to chats, emails, and verbal communications.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Diagnose advanced technical issues regarding games, software, accounts, or purchases.
Analyze problems reported by players to determine underlying issues.
Provide resolutions to players based on escalation requests from Tier 1 agents.
Determine validity for further case escalation to Tier 3 teams.
Communicate with, make account changes for, and/or make purchase refunds for internal stakeholders when requested.
Responsible for performing administrative tasks such as processing payment disputes, responding to billing emails, and maintaining internal issue reporting.
Participate in training and development activities relating to the role.
Act as a subject matter expert for assigned areas of knowledge.
Interact and collaborate with various worldwide teams to solve problems, share information, and improve business processes.
Provide case feedback on mishandled issues/improperly escalated tickets, as needed.
Maintain expected levels of KPIs and adhere to new and established SLAs, as outlined by the Leadership team.
Be an active participant in group meetings, calls, and/or events, oftentimes in meetings with multiple worldwide offices.
Investigate and resolve issues pertaining to various areas of player accounts such as details, third-party account linking, game and purchase history, and in-game bans.
Export a list of user-reported players, gather their account information, and send to the player safety team to be investigated and held accountable to our player Code of Conduct.
Start, maintain, and implement projects as needed, utilizing project management skills and keeping Leadership informed throughout the process.
Complete additional tasks as assigned by Leadership.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
ACCOUNTABILITY:
Individual productivity metrics/KPIs
Individual customer satisfaction score
Individual quality and process adherence scores
De-escalation or resolution of escalations
BUSINESS RELATED CONTACTS:
External players
Workforce Management team
Social & Community teams
E-Commerce & Fraud team
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual
Analytical
Problem Solving
Project Management
Technical Skills
Interpersonal
Customer Service
Interpersonal Skills
Oral Communication
Written Communication
Teamwork
Organization
Business Acumen
Diversity
Ethics
Organizational Support
Self-Management
Judgment
Motivation
Planning/Organizing
Professionalism
Quality
Quantity
Safety and Security
Adaptability
Attendance/Punctuality
Dependability
Initiative
Innovation
Reference: 203847605
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